Job Description
About the Role
We are seeking an experienced and results-driven Call Centre Manager to lead our operational functions, ensuring delivery of contractual obligations and driving sustained growth throughout the contractual lifecycle. The ideal candidate will have a strong background in operations management, staff leadership, and client engagement, with a proven track record of delivering exceptional performance and driving business optimisation.
Key Responsibilities
- Leads by example in living the values of the organisation
- Ensures the department is fully equipped to handle the workload and distribute workflow
- Coaches to ensure a full understanding of consequences of errors
- Creates an environment that fosters teamwork and co-operation amongst team members
- Creates awareness of Merchants strategic objectives and their alignment to the department and company objectives
- Communicates effectively, building and maintaining relationships
- Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation
- Ensures appropriate staffing and action accordingly
- Identifies need for creation of position and forward recommendation to direct manager and HR
- Ensures appointments are in line with EE targets / strategy
- Selects and places candidates in terms of agreed recruitment and selection process
- Develops and empowers people, recognizing and rewarding value-added performance
- Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans
- Monitors implementation of training needs as per individual development plans
- Identifies, manages and develops talent
- Sets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organisational and individual needs
- Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action
- Manages operational costs through effective resource management
- Ensures that the required metrics and measures are in place and monitored to provision the management of the client SLA and contractual agreements
- Takes responsibility for the ongoing support of the operation to ensure sustained and profitable growth throughout the contractual lifecycle
- Ensures all the necessary operational policies, procedures and processes are clearly documented, regularly reviewed and cascaded throughout the operation
- Identifies areas of improvement in systems and processes that operate within the centre and to plan, design and implement action within the business protocols
- Assumes accountability in any projects undertaken by the business unit, ensuring that effective management occurs, and deliverables are achieved in a timely and cost-effective manner
- Ensures consistency and standardisation with the clients other operations
Requirements
- Minimum 4 years operations management experience
- At least 2 years managing staff at managerial level in a Call Centre/BPO environment
- Understanding of Call Centre operations in terms of how people and technology work together for business optimisation
- Management-related qualification
Qualifications
(No qualifications mentioned in the original job description, so this section is skipped)
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Customer service / support Jobs in Gauteng
The customer service and support industry is a common field of employment in Gauteng, South Africa, with many companies across various sectors requiring professionals to provide assistance to customers via phone, email, social media, or in-person. Typically, these roles are found in the technology industry, financial services sector, and manufacturing sector, where companies need to offer customer support to their clients and customers.
Generally, salaries for customer service representatives in Gauteng range from R300 000 to R600 000 per annum, depending on factors such as experience, company size, and industry sector. However, it’s essential to note that these salary ranges are broad and can vary widely. For example, entry-level positions may start at the lower end of this range, while senior roles or those in larger companies may command higher salaries.
Common skills required for customer service representatives include strong communication and problem-solving abilities, a positive attitude, and the ability to work under pressure. Other essential skills typically needed for this type of role include technical skills such as proficiency in CRM software, familiarity with industry-specific terminology, and the ability to adapt to new systems and processes. Typically, companies also look for customer service representatives who are empathetic, patient, and able to handle complex situations.
In terms of industry sectors, financial services sector, technology industry, and manufacturing sector are common employers of customer service representatives. These roles can provide a solid foundation for career development, with opportunities to move into senior positions or transition into related fields such as account management or sales.
For those looking to start or advance their careers in customer service, it’s essential to consider ongoing training and development opportunities. Many companies offer internal training programs or partner with external providers to upskill employees. Typically, career progression paths for customer service representatives may involve moving into team leader or manager roles, or transitioning into related fields such as sales or account management.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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